Support

Process Design Pattern

Purpose

Provide support on the products and services provided to customers.

Outcomes

 

Activities

  • Log a support request
  • Classify the support request (Special handling if customer complaint)
  • Assign the support request Log
  • Handle the support request
  • Close the support request

Roles

  • Call handler
  • Support Specialist
  • Customer

Entry Criteria

A team is contributing to the support of the existing product and services.

Objects

  • Incident Log,
  • Support Information

Process Owner

Support Manager.

References

This process links to the following Best Practice, External Standards and Product Standards. Links to other processes that this process may start are also indicated.

External Standards

ISO 9001:2015 Quality Management Systems: Requirements